Electronic Customer Relationship Management Performance: Its Impact on Loyalty From Customers’ Perspe- ctives

Azila, Nor; NoorNeeraj, Mohd

doi:10.7763/ijeeee.2011.v1.1

Cited by 6 publications

(1 citation statement)

References 4 publications

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“…The average value of the highest indicator is found in the question "I am satisfied with the services provided by this bank," for which the Bank has provided services that follow the expected value desired by customers. Azila & NoorNeeraj (2011), confirmed that the relationship between e-CRM and customer loyalty means that the more satisfied customers repurchase and spread positive word of mouth about the service provider, the higher the customer perceives a longer relationship, trust, and commitment to service providers. Based on the mediation test results, satisfaction can significantly mediate between E-CRM and BNI Direct customer loyalty.…”

Section: Discussion Of Research Resultsmentioning

confidence: 62%

effect of E-CRM on customer loyalty with customer satisfaction as a mediation variable

Kariman

Wahab²,

Shihab³

et al. 2022

irjmis

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This study aims to measure the effect of E-CRM on customer loyalty through customer satisfaction in 2021 by testing the variables of E-CRM, customer satisfaction, and customer loyalty using BNI Direct. The sample taken in this study amounted to 100 customers/debtors managed by BNI. Using PLS-SEM, the results show that the E-CRM variable contributes 58.7 % to BNI Direct customer satisfaction. This means that BNI Direct customer satisfaction can be explained through E-CRM activities carried out by BNI Direct. Furthermore, the variables of E-CRM and satisfaction contributed 67.6 % to BNI Direct customer loyalty substantially (powerfully). This means that BNI Direct customer loyalty can be explained through BNI Direct's E-CRM activities and the creation of customer satisfaction.

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Section: Discussion Of Research Resultsmentioning

confidence: 62%

effect of E-CRM on customer loyalty with customer satisfaction as a mediation variable

Kariman

Wahab²,

Shihab³

et al. 2022

irjmis

View full text Add to dashboard Cite

show abstract

Modelling CRM in a Social Media Age

Harrigan

Soutar

Choudhury

et al. 2015

Australasian Marketing Journal

106

102

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Customer relationship management is a continually evolving domain that has been particularly affected by social media, which have revolutionised the way businesses and consumers interact. This paper on social CRM builds on a previous model of CRM prior to the growth of social media ( Jayachandran et al., 2005 ). We present a new model for social CRM, including a new construct of customer engagement initiatives and adaptations of other constructs to cater for the impact of social media. An online survey was used to collect data from a population of marketing practitioners and partial least squares analysis was used to test the model. Findings show the importance of an underlying customer relationship orientation; how it impacts on social media technology use and customer engagement initiatives, and also directly on customer relationship performance. A relationship is also shown between engagement and relational information processes, which is viewed as a performance outcome of social CRM. Thus, from a managerial perspective, one recommendation we make is that organisations should utilise the rich customer information that is created with every customer engagement through social media to drive future marketing decisions.

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A new model to evaluate the success of electronic customer relationship management systems in industrial marketing: the mediating role of customer feedback management

Liu

Chen

2022

Total Quality Management & Business Excellence

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Electronic Customer Relationship Management Performance: Its Impact on Loyalty From Customers’ Perspe- ctives

Cited by 6 publications

References 4 publications

effect of E-CRM on customer loyalty with customer satisfaction as a mediation variable

effect of E-CRM on customer loyalty with customer satisfaction as a mediation variable

Modelling CRM in a Social Media Age

A new model to evaluate the success of electronic customer relationship management systems in industrial marketing: the mediating role of customer feedback management

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